Why This Happens
This message appears when the system detects that an email address is already linked to an existing user profile in another organisation.
This is expected behaviour and helps maintain accurate user accounts.
It does not indicate a security issue.
Check for Existing Profiles in Your Organisation
Before applying the workaround, confirm that the user does not already exist in your organisation.
Search in both areas:
Active Staff – Use the search bar to look for the email address or the user’s name.
Archived Staff – Archived profiles still reserve the email address, so check this list as well.
If you find a matching record, restore or update the existing profile rather than creating a new one.
Use "+" Addressing to Create a Unique Email Variant
If the user does not appear in either list, you can resolve the duplication by adding a + identifier to the email address.
Most modern email providers support this feature, and emails will still be delivered as normal.
Example
Original email:
alex.smith@newhorizoncode.io
Unique variant:
alex.smith+teamA@newhorizoncode.io
The user will still receive all emails sent to the + variant.
Diversity Sync’d treats the address as unique, allowing you to complete the setup.
This method is supported by most major email providers.
Email delivery is unaffected.
The user does not need to change any settings in their inbox.
When to Contact Support
If the + variant does not work with the user’s email provider, or if you believe the email is incorrectly linked elsewhere, contact our support team. Please include the email address you are trying to register and your organisation name.